Senior Account Manager

The Senior Account Manager owns and grows an established portfolio of customers, driving renewals, upsell and cross-sell opportunities while strengthening long-term relationships and accelerating software adoption. The role supports clients to optimise building maintenance strategies through our innovative solutions. With a consultative approach, the Senior Account Manager navigates complex sales cycles and ensures seamless migration to our latest software solutions, empowering customers to build safer, more efficient buildings. Location: Home-based, with regular travel to our Manchester Spinningfields office, as well as client meetings and events. Candidates should be within reasonable commuting distance of Manchester.

Responsibilities

Account Management: Build and nurture strong, strategic, long-term relationships with mid-market and enterprise clients, understanding their business needs and aligning SFG20 solutions to their strategic objectives; Retention and Growth: Identify and convert upsell and cross-sell opportunities across an existing customer portfolio, while working with internal teams to strengthen retention and customer lifetime value; Renewals: Proactively manage contract renewals, ensuring continued business growth; Solution Selling: Tailor SFG20 software solutions to each client's needs, positioning SFG20 as a strategic partner; Product Demonstrations: Deliver engaging presentations and product demonstrations that clearly communicate the value proposition; Migrations: Proactively support customers moving from legacy products to Facilities-iQ, communicating the commercial and operational benefits of the transition; Contract Management: Manage contract negotiations to secure renewals while maintaining strong customer satisfaction, balancing customer needs with business objectives to maximize account profitability; Adoption: Work closely with Software Trainers to maximize user adoption and ensure a frictionless transition; Collaboration: Work cross-functionally with Customer Success, Sales (SDR/BDR & KAM), L&D, Marketing, and Product Development to deliver exceptional service and drive shared success; Data-Driven Performance: Use CRM data to prioritise accounts, maintain accurate renewal and expansion forecasts, monitor KPIs and identify opportunities for commercial growth; Industry & Product Expertise: Stay ahead of trends in SaaS, facilities management, and building maintenance to keep clients informed and empowered

Requirements

5+ years proven B2B SaaS account management experience, with measurable success against revenue growth and retention targets; Strong background in managing client relationships, renewals, and software adoption with mid-market or enterprise segments; Demonstrated ability to drive high-value deals, manage complex sales cycles, and navigate contract negotiations; Excellent communication and presentation skills, with the ability to articulate the value of complex SaaS solutions; A consultative approach to account management, with a deep understanding of customer needs; Ability to build account plans and tailor engagement to customer needs, renewal timelines and growth potential; Experience using CRM platforms (HubSpot or similar) to track performance and drive engagement; Highly organised, with the ability to manage multiple accounts and priorities effectively; Curious, innovative, and eager to learn, with a competitive mindset and a strong desire to win; Experience forecasting pipeline, handling objections, and delivering innovative solutions to client challenges; All candidates must be able to demonstrate a pre-existing right to work and travel within the UK

Nice to have

Knowledge of Facilities Management technologies or CAFM solutions; Understanding of compliance-driven industries and regulatory requirements in building maintenance

Benefits

26 days holiday + bank holidays (with the option to buy more); Company pension scheme; Life assurance; Private medical insurance with BUPA; Enhanced family-friendly benefits; Perkbox, offering a wide range of discounts, perks and everyday savings; Volunteering leave; Octopus Electric Vehicle scheme; Access to wellbeing support via WeCare